Senior Customer Support Champion – Remote, North America – Elevate Guest Experience & Drive Strategic Initiatives at brighthush

About brighthush

At brighthush, we’re redefining how short‑term rental hosts and guests connect. Our mission is simple: empower every host to rent their space effortlessly while giving guests a seamless, personalized stay. We do this by building a state‑of‑the‑art software platform that lets hosts manage listings, automate pricing, and handle guest communication—all from a single, intuitive dashboard. Our product is already trusted by thousands of hosts across North America, and we’re growing fast, fueled by a culture of bold experimentation, data‑driven decision making, and a relentless focus on customer delight.

We’re a fully distributed, remote‑only company that hires talent based on time zone alignment, not geography. Whether you’re in the Pacific, Central, Mountain, or Eastern time zone, you can join our team and work alongside passionate, high‑performing colleagues from around the world.

Why Join brighthush?

At brighthush, you’ll be part of a company that treats every employee as a product owner. We value transparency, autonomy, and results. You’ll have the freedom to shape processes, influence product direction, and see the direct impact of your work on our hosts and guests. Our culture is built on:

• Radical Transparency: Open communication channels, regular all‑hands meetings, and a culture that encourages honest feedback.
• Trust & Autonomy: You’re trusted to manage your own workload, set priorities, and own outcomes.
• Continuous Learning: Access to a curated learning library, mentorship programs, and the chance to lead internal workshops.
• Diversity & Inclusion: We actively seek talent from a wide range of backgrounds, cultures, and experiences.
• Impact‑Driven: Your work directly influences the experience of thousands of hosts and guests worldwide.

Role Overview

As a Senior Customer Support Champion at brighthush, you will be the frontline advocate for our hosts and guests. Your day will be split between delivering world‑class support and leading high‑impact projects that shape the future of our support operations. You’ll work closely with our Product, Engineering, and Data teams to turn customer insights into actionable improvements.

Key Responsibilities

• Frontline Support Excellence: Handle complex support tickets via email, live chat, and Zoom calls, ensuring every host and guest receives timely, accurate, and empathetic assistance.
• Technical Troubleshooting: Diagnose and resolve advanced technical issues, collaborating with Engineering to reproduce bugs and expedite fixes.
• Customer Journey Advocacy: Provide guidance across the entire host and guest lifecycle, from onboarding to renewal, ensuring a frictionless experience.
• Strategic Project Leadership: Own and deliver initiatives such as documentation revamps, AI training, and internal knowledge‑base enhancements that improve support efficiency and customer satisfaction.
• Product Expertise: Serve as the go‑to subject matter expert for product features, feeding real‑world feedback to Product Managers and stakeholders.
• Content Creation: Develop engaging educational materials—videos, step‑by‑step guides, quizzes, and FAQs—to empower hosts and reduce support volume.
• Mentorship & Knowledge Sharing: Conduct product training sessions, shadowing programs, and peer reviews to elevate the skill set of the support team.
• Data‑Driven Insights: Analyze support metrics, identify trends, and recommend process improvements that drive measurable outcomes.

Time‑Zone & Availability

We serve hosts and guests across North America, so you’ll need to be available during core business hours (PST, CST, MST, EST). The role requires coverage of one weekend day—either Tuesday‑Saturday or Sunday‑Thursday—so you can support our community during peak periods.

Essential Qualifications

• Experience: 7+ years in customer‑facing roles, preferably in SaaS or tech‑centric environments.
• Support Excellence: Proven track record of delivering high‑quality support with consistent performance metrics (CSAT, NPS, first‑contact resolution).
• Advanced troubleshooting skills for complex technical issues, including API integrations, data sync problems, and platform bugs.
• Ability to balance daily support duties with strategic initiatives—prioritizing tasks, managing timelines, and delivering results.
• Track record of owning and executing projects that improve team processes, documentation, or customer experience.
• Experience mentoring peers, leading training sessions, and fostering a culture of knowledge sharing.
• Strong communication skills—clear, concise, and empathetic in written and verbal interactions.

Preferred Qualifications

• Background in the short‑term rental industry or experience as a brighthush host.
• Familiarity with AI‑driven support tools and chatbot training.
• Experience with data analysis tools (SQL, Looker, Tableau) to derive actionable insights.
• Knowledge of compliance and regulatory requirements in the hospitality sector.
• Fluency in multiple languages to support a diverse host base.

Skills & Competencies

• Customer‑Centric Mindset: Passion for solving problems and delighting users.
• Technical Aptitude: Comfortable navigating complex systems, troubleshooting code, and working with APIs.
• Project Management: Ability to define scope, set milestones, and deliver on time.
• Analytical Thinking: Data‑driven approach to identifying root causes and measuring impact.
• Collaboration: Works effectively across cross‑functional teams—Product, Engineering, Marketing, and Finance.
• Adaptability: Thrives in a fast‑moving environment with evolving priorities.
• Leadership: Inspires teammates, mentors junior staff, and champions continuous improvement.

Career Growth & Learning Opportunities

At brighthush, your career path is defined by the impact you create. As a Senior Customer Support Champion, you’ll have the chance to:

• Progress to a Support Lead or Customer Success Manager role, overseeing larger teams and strategic initiatives.
• Transition into Product Management or Engineering by leveraging your deep customer insights.
• Lead cross‑functional projects that shape the future of our platform, gaining visibility across the organization.
• Participate in our Leadership Development Program, designed to fast‑track high‑potential employees into senior roles.
• Attend industry conferences, webinars, and workshops—brighthush covers travel and registration costs.
• Access a curated learning library with courses on customer success, data analytics, AI, and leadership.

Work Environment & Culture Highlights

Our remote‑first culture means you can work from anywhere in North America while staying connected through:

• Weekly all‑hands video calls and bi‑weekly team huddles.
• Slack channels for real‑time collaboration and informal chats.
• Virtual coffee breaks and team‑building activities.
• Flexible working hours within core business windows.
• Annual company retreats (when safe) to foster deeper relationships.

Compensation & Benefits

We believe in rewarding performance and aligning incentives with company success. Your total compensation package will include:

• Base Salary: $96,220.80 – $120,614.00 (USD), adjusted for cost of living in your location.
• Equity: Up to $24,122.80 in brighthush token (RSU) grants, vesting over a standard schedule.
• Performance Share Units (PSUs): Up to $343,016.00 per year, awarded upon meeting clearly defined business targets.
• Paid Time Off: 35 days per year, including self‑serve public holidays.
• Parental Leave: Generous paid leave for new parents.
• Health & Wellness: Comprehensive medical, dental, and vision plans (for US employees); international partners for remote contractors.
• Mental Health Support: Access to therapists via Slack through our partner, Spill.
• Peer Recognition: Earn virtual coins through our peer recognition platform and redeem them for gift cards, donations, or cash.
• Learning & Development: Annual stipend for courses, certifications, and conferences.

How to Apply

Ready to take the next step in your career and help shape the future of short‑term rental support? Click the link below to submit your application. We’re excited to learn how your experience and passion align with brighthush’s mission.

Apply to this role at brighthush

Closing

At brighthush, we’re building more than a software platform—we’re creating a community of hosts who can focus on what they love: welcoming guests and earning income. If you’re a seasoned support professional who thrives on solving complex problems, loves to mentor others, and wants to see the tangible impact of your work, we want to hear from you. Join us and help us elevate the guest experience to new heights.